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How to build an effective chatbot user experience (UX) strategy

Khai Ng
February 08 2019

Chatbots have been the buzz word and a number of businesses are jumping on board with it. Companies have been using chatbots to serve end-users or customers - whether it is to process their enquiries or booking through a chat platform. Although the use of chatbots has grown in popularity, the number of existing chatbots are not optimised for user's experience. This article provides a brief introduction to chatbots, and more importantly addresses the core issue around chatbot user experience (UX). Further, we go into details around how to ask the right questions when creating an effective chatbot strategy for an optimised user experience.

Categories: Usability testing,User centred design,Tools & methods

Peak Usability is now PeakXD

Tania Lang
February 06 2018

I am excited to announce Peak Usability has now been renamed PeakXD (short for Peak eXperience Design). Why?

When I started Peak Usability 15 years ago I actually named it UX consulting but no one knew what UX meant (User eXperience for those of you who don't work in the industry). Back then most people’s understanding of user centred design went as far as ‘usability’. And let’s face it, in 2003 there were a lot of really bad websites offering poor user experiences due largely to usability issues. User experience is so much more than usability and people understand that now.

Categories: Usability testing,User centred design,Tools & methods

Collaborative Design in Government - The importance of engaging stakeholders

Tania Lang - Principal and Trainer
September 28 2017

Anyone working in or for government in the digital space should be aware of the wide range of standards, guidelines and methods such as Australia’s Digital Service Standard, UK’s Digital Service Standard and USA’s usability.gov and Web design standards. These standards and frameworks provide excellent resources for providing customer centric websites and systems. One of the common themes across these standards is the importance of having a multidisciplinary team including product managers, business analysts, user researchers, designers and technical roles. However, little is mentioned in these standards about how these multidisciplinary teams should actually work together.  Having worked in or for government and many large organisations over 17 years I have learnt hard way about the importance of engaging stakeholders. In this article, I want to outline some of the methods we typically use to take stakeholders on the journey. This article is relevant for anyone working in large organisations as well as in or for government.

Categories: UX Training,Tools & methods,Usability testing,User research

Moderating usability test sessions: Are you Darth Vader or C-3PO?

Miranda Wee and Tania Lang
August 23 2017

Helping participants’ complete tasks; tipping them off that they have made a mistake; giving them too much freedom or leading participants; these are all things inexperienced test moderators might find themselves doing when moderating a test session. This article explores some of the common mistakes and why they’re damaging to the test outcomes presented through 5 Star Wars archetypes. Learn how to be a good test moderator and how to avoid being one of these 5 archetypes.

Categories: Usability testing,User centred design,Tools & methods

Remote Usability Testing - A Christmas ghost story

David Humphreys
December 01 2015

Some usability testing with real users is always better than none. If time and budget are short there are some great online tools out there to get the job done.

Categories: Usability testing

8 Lessons in Mobile Usability Testing

Tania Lang
May 01 2013

If you’re new to mobile usability testing, fear not. It is not as hard as you might think but there are some key differences from testing a traditional website in a lab that you need to be aware of.

Categories: Usability testing,Mobile & Tablet
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